Dynamics 365 Contact Center – Place a consulting representative on hold in a call [MC1163741]

Message ID: MC1163741
We are announcing the ability to place a consulting representative on hold in a call in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
With this feature, customer service representatives can now place other representatives who are consulting on a call on hold so they can talk to the customer while the consult session is ongoing.

Key benefits include:

• Enables confidential customer conversations while preserving access to consulting expertise.
• Eliminates the need to terminate and restart consult sessions for private discussions.
• Maintains seamless workflow continuity for representatives handling escalated cases.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Place a consulting representative on hold in a call.

Source: Microsoft

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